Table of Contents
For the third consecutive year, Unity Communications made it to the Inc. 5000 list as one of the fastest-growing private companies in the United States. The milestone highlights the organization’s consistent expansion, fueled by its dynamic business process outsourcing (BPO) services.
Key reasons for its success include its strategic global expansion, particularly in the Philippines, and the enhanced operational efficiency it offers to clients.
With a diverse client base spanning startups to Fortune 500 enterprises, Unity Communications thrives by providing scalable, cost-effective solutions while maintaining high service quality.
Early beginnings and successive growths
Unity Communications’s early strategies of providing back-office and telecom support and planned offshore expansion have contributed to its steady growth. From a small office in Gilbert, Arizona, to multiple locations across the Philippines, the company has built a solid foundation for continued success.
2009: Company founded in Arizona
Unity Communications was established by Patrick Brown in Arizona. Leveraging Brown’s experience in the U.S. Navy and the telecom industry, the company began its journey to consistent growth by addressing the operational needs of U.S.-based telecom carriers, such as AT&T, Verizon, and T-Mobile, and providing back-end and support services.
2016: First expansion to the Philippines–Bacoor, Cavite
Seeking to expand globally and enhance operational efficiency, Unity Communications set up its first offshore office in Bacoor City, Cavite. The small site marked its initial presence in the country. The company delivered cost-effective outsourcing solutions and high-quality service to support its U.S. clients and operations.
2021: Second expansion–Molino Boulevard office, Cavite
Riding on sustained growth for several years, Unity Communications acquired a larger office at Molino Boulevard, Cavite. The transition enabled the organization to accommodate more employees and handle a growing number of clients, particularly in back-office and customer service functions.
2023: Third expansion–Harton office at Aseana City, Metro Manila
Continuing its expansion, Unity Communications opened another office in Harton, Aseana City, a key business hub. The new branch accelerated the company’s global growth and expanded its services to include specialized solutions for telecom, retail, healthcare, technology, real estate, and e-commerce businesses.
From Basic Services to Specialized Solutions
Unity Communications’ rise in the BPO industry is a testament to its ability to adapt to the global market’s ever-changing demands. In its early days, the company focused on providing essential back-office support, a foundational service in outsourcing.
However, as globalization accelerated and client requirements became more complex, Unity embraced the challenge. Instead of sticking to traditional services, it expanded to meet new demands. This pivotal shift underscored the company’s commitment to innovation and firmly positioned itself as a global leader in tailored outsourcing solutions.
Addressing Global Employment Challenges with EOR
One of Unity Communications’ most significant milestones has been launching its employer of record (EOR) services. Understanding the challenges companies face when expanding internationally, Unity stepped in with a solution.
Global growth often presents businesses with complex labor laws, tax regulations, and employee benefit structures that can be tough to manage. Establishing subsidiaries is costly and time-consuming. Through its EOR services, Unity eliminates such hurdles, empowering enterprises to expand across borders with fewer difficulties.
EOR services are a game-changer for companies seeking a cost-effective and simplified way to operate internationally, reinforcing Unity’s role as a problem-solver in global outsourcing.
Meeting the Growing Demand for Healthcare Support with VMAs
Unity Communications also identified an urgent need in the healthcare sector. As administrative tasks within their practice grew, doctors and other medical practitioners became overwhelmed with managing records, insurance claims, and appointments, often taking time away from patient care.
Unity responded by launching virtual medical assistant (VMA) services, providing highly skilled remote professionals to handle specific tasks. The service alleviated the administrative burden, allowing healthcare providers to focus on their core mission—quality patient care. Unity’s ability to meet the demand reflects its commitment to solving industry challenges.
Expanding the Physical Footprint to Support Growth
With its expanding services came the need for greater physical capacity. In 2021, Unity Communications upgraded to a larger office in Molino Boulevard, Cavite, to support its growing operations. By 2023, the company opened a new office in Aseana City, positioning itself near key business hubs.
The expansions symbolize more than just operational growth; they reflect the company’s forward-thinking approach to accessibility and scalability.
The strategically positioned offices have further boosted the company’s operational capacity, enabling it to handle increasing client interactions. Unity is now poised to meet the ever-evolving needs of a global market, and its story continues to inspire.
Focus on customer-centric services
Unity Communications’s customer-centric strategy drives its evolution, helping it grow, improve its practices, and introduce unique solutions to meet clients’ changing needs.
Evolution of customer-centric approaches and practices
Unity Communications’s evolving practices demonstrate its commitment to prioritizing customers and aligning with industry trends. Critical changes in its approach include:
- Proactive client support to anticipate needs instead of reacting to issues
- Custom outsourcing solutions to address unique business challenges
- Regular feedback integration to use client feedback to improve service delivery
Innovative solutions tailored to client needs
Unity Communications’s commitment to client satisfaction has led to novel services to address specific business needs, such as:
- EOR. The company’s EOR service provides a customer-driven advantage by expertly managing global compliance, payroll, and benefits, freeing clients to focus on growth.
- VMAs. The firm’s VMA team uses a client-centered approach to handle patient scheduling, records, and billing, allowing healthcare professionals to focus on superior patient care.
Contribution of customer-centric services to growth
Unity Communications’s focus on customer-centric services has played a pivotal role in driving business growth:
- Increased client retention. Personalized solutions strengthen long-term relationships, increasing client retention rates.
- Expansion into new markets. The company has expanded into healthcare and retail by addressing diverse client needs and broadening its market presence.
Achievements and recognition
Unity Communications’s journey began in 2009 in Arizona. Since then, it has expanded globally with an office in Bacoor in 2016, moved to Molino Boulevard in 2021, and opened a new office in Aseana City in 2023. The company has also been accredited as a Great Place to Work (GPTW) for 2024-2025, its second year of achievement.
Unity Communications’s achievements are driven by the exceptional efforts of its multiple teams. Its dedication to excellence and collaboration has allowed the organization to reach milestones and continue to earn a place on the Inc. 5000 list.
